*** **** **** ****, *******, New Hampshire 03031
603-***-**** ( email: firstname.lastname@example.org
VP SERVICE OPERATIONS
Candidate provides strategic direction and organizational development,
targeting customer facing service and software businesses. Exceptional
ability to coordinate ongoing SaaS development cycle and implementation
activities in collaboration with stakeholders while achieving customer
satisfaction and revenue goals through reliable and cost-effective
project and roadmap delivery. Strong organizational and process driven,
execution skills ensure on-time implementations and effective change
management in highly dynamic environments. Consistent team builder with
proven ability to acquire, develop, retain and adapt existing resources
to achieve aggressive objectives. M.S. Computer Science. Expertise
Information Technology Strategy
SaaS Design and Delivery
Development and QA Cycle
P&L and Budgeting
Customer and C-level Communication
Critical Account Management
Team Building, Development & Change Management
INVENTION MACHINE CORPORATION, Boston Massachusetts
Vice President, Customer Services
2011 - 2012
Invention Machine is a recognized leader in semantic search and
innovation technologies, I direct global customer service operations
including the technical Infrastructure and 7/24 operations for our
production content and search service, Customer Service Engineering,
QA and Application support resources as well as customer satisfaction
programs, and product release activities.
. Worked directly with priority customers to develop product
enhancements, user adoption activities and custom maintenance
programs to achieve 90% customer retention rate on $6M annual
. Achieved 50% cost reduction and improved customer startup experience
by defining and implementing a new customer rapid installation and
onboarding process in close collaboration with consulting services
and sales account management.
. Implemented case management and escalation processes using
Salesforce.com to effectively manage case volume and automation of
priority and exception reporting, resulting in a 34% reduction in
. Performed platform and vendor selection, project definition,
development and launch of a restructured eLearning management system
using BrainShark.com to promote customer adoption, interest
development and self directed skills development for our new and
. Defined and implemented a structured release and patch process which
included prioritization, exhaustive automated regression testing,
full beta testing environment, customer online update process and
procedures and release/patch documentation standards.
JDA SOFTWARE, Scottsdale, Arizona
2010 - 2011
Vice President, Managed Services
Joined JDA through its acquisition of i2 Technologies, provided
ongoing and change management for i2 FreightMatrixTM business unit
while maintaining service delivery continuity, SLA's and audit
. Facilitated the integration of i2's FreightMatrixTM SaaS
transportation logistics solution into the existing JDA Managed
Services Private Cloud Services model leveraging global operations
resources, vendor cloud infrastructure and defining India based
service desk processes using ITIL methodology.
. Designed and implemented a highly scalable and secure document
transfer and data mapping service using Cleo VLTtrader and Liason ECS
software to achieve high volume vendor, shipper and client supply
chain integration portal for client ERP and transportation management
systems using industry standards & protocols (AS2, SFTP, iDoc, XML,
EDI). Sustained volume of more than 4 million message transactions
i2 TECHNOLOGIES, Dallas, Texas
2000 - 2010
Senior Director & General Manager, FreightMatrixTM
FreightMatrix is i2's Transportation Management System SaaS offering.
This position required strong customer communication, sales support
and technical skills to drive 600% revenue growth exceeding $10M/yr
revenue, scalable architecture, redundancy & disaster recovery
. Directed SaaS solution development and implementation using Agile &
i2PM methodologies, while enabling template driven, on time delivery
of new functionality and customer go-lives.
. Managed SAS 70 audit compliant infrastructure operations, technical
and customer support utilizing VMware, SAN, Oracle 11g RAC, WebLogic
10, Linux and MS Windows 2003.
. Primary account management 13, Fortune 500 core customers who
transact $1.5 billion global freight spend annually.
. Built and coordinated globally distributed team of 28 North American,
European and India based information technology and logistics
software support and development specialists providing 7/24/365
. Developed the design and technical specifications for multi-tenant
SaaS including SOA, Web Services, access and authentication models
and auditability considerations.
. Maintained 99.85% application availability while facilitating 3 major
service infrastructure consolidation, relocation and upgrade projects
during a 7-year period.
STAPLES INCORPORATED (staples.com) Framingham, Massachusetts
Senior Manager of Technical Services
While managing NT and Unix systems engineering, networking, security
and hardware infrastructure functions for Staples.com, architected
and led build-out of site using Microsoft ecommerce platform.
. Launched a redesigned ecommerce web site (Staples.com), which
required coordination of considerable quality testing and performance
analysis efforts to identify corrections for numerous application
architecture, capacity and operational issues. As a result of this
effort, the Staples.com site was able to surpass a $1 million/day
online order revenue rate.
. Supported 290% site traffic growth over a 3 month period by defining
and implementing horizontally scalable infrastructure upgrades,
coordinating activities from procurement thru to go-live.
. Facilitated a 19% improvement in technical issue resolution time
which improved overall customer satisfaction and supported continued
revenue growth of online sales.
COMPAQ COMPUTER CORPORATION, Littleton, Massachusetts
1998 - 2000
Global Internet Service Delivery Manager
Program management and technical leadership for design and deployment
of a global Internet based hosting and services infrastructure
utilizing existing corporate resources, third party vendor
relationships and Compaq-owned infrastructure and facilities.
. Implementation of multi-homed Internet server hosting and support
centers located in Atlanta, GA; Colorado Springs CO; Reading, England
and Sydney, Australia while coordinating a 7/24 services staff of 220
. Supported numerous outsourcing service proposal development efforts.
Assessment of customer requirements and the development of integrated
technical and organizational delivery solutions with stringent cost
and service level commitments. Customers included KPMG, Solvay, Wells
Fargo Banks; Armed Forces of Ghana, Africa; Elan; Scancem; and
Novartis producing targeted services revenue of $50 million annually.
NEWS CORPORATION of AMERICA, Cambridge & Lowell, Massachusetts
1995 - 1998
Vice President of Infrastructure Operations, News Internet Services
Managed technical & user support and operations for online service
and web hosting infrastructure with an annual budget of $12M.
. Implemented response and monitoring center capable of extensive
problem detection and resolution activities in a team focused
environment, utilizing SNMP monitoring and issue management software.
. Achieved 24-month profitability goal in 18 months as a result of
successful consulting and hosting project completions included, Ziff-
Davis's ZDNET's software download center; Smart Money's web portal;
TVGuide.com; FoxNews.com; FoxSports.com; MLB.com; NHL.com; The
LineOne online service in London, United Kingdom, and
Peopledaily.com.cn, Beijing China.
. Directed design, construction and ongoing operation of a 5700 sqft
enterprise data center providing IT and applications for 300+ users
in NY and MA. Supervision of line managers and staff responsible for
production systems administration, network support, operations,
desktop and IT.
DIGITAL EQUIPMENT CORPORATION, Maynard, Massachusetts
Positions progressed rapidly through technical and management levels,
continually assuming increasing leadership and responsibility for
Northeast Production Data Centers including supervisory, technical
and operations staff exceeding 100 resources, regionally located in 5
New England sites.
M.S., Computer Science, Rivier College, Nashua, New Hampshire
B.S., Business Administration, Management Information Systems,
Nichols College, Dudley Massachusetts